Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties



Upcoming Events






Article : 5 Questions to Ask Before Putting AI into Practice and a Checklist for Success

#contactcenterworld, @ebidotai

Despite the power of Artificial Intelligence to transform the customer experience, many AI projects fail at the first hurdle. Henry Jinman, Commercial Director at EBI.AI, outlines the 5 most common mistakes and how to avoid them using a tried and tested checklist

While Artificial Intelligence (AI) promises a new dawn of efficiency, performing tasks better, faster, with fewer people, at lower cost and on a far larger scale, it also holds the key to transforming the customer experience (CX). Chatbots are already a common phenomenon in contact centres while millions of people interact daily with virtual assistants such as Google Home and Alexa.

For those organisations who haven’t yet invested in AI, many are experiencing a fear of missing out (fomo). As a result, plenty of businesses are rushing in and too many AI projects are failing. So, what’s going wrong?

Ring2 Dashboards & Wallboards Free Trial

5 reasons why Customer Experience AI projects fail

AI technologies are transformational but they can be complex to scope out, build, deploy, and operate. Here are the 5 most common mistakes organisations make:

  1. Unrealistic expectations – it’s common for users to have inflated expectations of new and emerging technologies. This could be because of marketing over-hype, lack of familiarity with the technology, or the plain old hope that they have found a solution to some of their problems.

  2. Addressing the wrong challenges – 'Trying to boil the ocean’ is a favourite term at EBI.AI to describe companies who try to fix everything with one project or, at the other end of the scale, spend 18 months writing an AI strategy paper that delivers nothing!

  3. Lack of training data – many say the more data you have the better. Yes, you do need data, lots of it, but it must be relevant.

  4. Lack of stakeholder engagement – the people who will make or break the project are those responsible for deploying the technology and the leaders of that department. Remember to involve the budget holders from the very beginning.

  5. Misunderstand the technology – Many AI projects fail for the simple reason that they are not really AI projects. AI technologies for customer contact need to be three things: digital, intelligent and automated.

5 questions to ask and a checklist for success

Don’t rush in. Here are the top five questions to ask before you begin:

1. Where do I start? – most organisations will want to achieve and demonstrate some quick wins but where do they begin? Should they be ambitious and try everything at once or run a mini-pilot to test the waters and find out what works and what doesn’t before going live?

How do I measure success? – whether you are starting out big or small, the budget holders will want to monitor your progress and see they are getting a return on their investment. Which goals should organisations focus on? Should they look to the competition, what customers want or what the business wants? It could be a combination of all three.

  1. How do I overcome the fear of unchartered territory? - the clue is in the word ‘different’. If you are normally conservative and play safe, could you change this approach to become bold and experiment even if you fail? It’s a great way to learn and there are even greater ways to share that learning before the all-important go-live.

  2. How do I test in a real-world environment? - and crucially, while maintaining business as usual. How many users and customers should try out the new AI technology? What should be the criteria for selecting them? How do organisations ensure the new solution can integrate with the production environment, provide the required functionality, and deliver a return on investment?

  3. How do I ensure a successful roll-out? There are various options to consider including the two most popular methods, known as ‘Incremental Improvement’ and ‘Applying the Learning’. What are the benefits of each and which one is best for my organisation?

Fast-track your way to a new generation of customer interactions by asking the right questions.

#contactcenterworld, @ebidotai


About Henry Jinman:
Henry Jinman is Commercial Director of EBI.AI

About EBI.AI:
Company LogoEBI.AI is among the most advanced UK labs to explore the mind-boggling potential of artificial intelligence and chatbots. It has turned its exciting discoveries into natural and valuable tools for all kinds of businesses and the people they work with. EBI.AI's bespoke solutions are delivered through its AI communications
Company RSS Feed   Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - 5 MORE Ways To Demotivate Staff

Read today's tip or listen to it on podcast.

Published: Monday, November 18, 2019

Printer Friendly Version Printer friendly version

2020 Buyers Guide Dialer Solutions

Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
(read more)
PH: +302109241486


Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.
PH: +6188803111


Genesys PureConnect
Genesys PureEngage

Cloud IT Services GmbH

Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.
PH: +49 351 44529800


With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration
PH: +34 952 667 511


Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.
PH: 877-588-2292


Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!
PH: +441617102740

Survey - Online Event

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =